Churn Specialist (US) | DTC E-commerce

Job description

 **Please be informed that Foxelli Group hires exclusively in-house and doesn't work with any external recruitment agencies. Any company or individual claiming to recruit on behalf of Foxelli Group is not affiliated with us.** At Foxelli, we’re building more than e-commerce brands - we’re building a tribe of thoughtful humans: AI enthusiasts, curious builders, and ambitious minds who care about doing meaningful work together. Ten years in, our D2C brands reach millions and generate over $20M annually. Our focus stays simple: create products customers love and a team that actually enjoys building them. If you love to learn, experiment, think boldly, make decisions, and build things that matter - you’ll feel at home with us. **WHY JOIN FOXELLI?** Foxelli is a place for people who think deeply, learn quickly, automate repetitive work, enjoy spending time together, and build things that matter. We work hard, joke often, and don’t take ourselves too seriously. If you’re excited about AI, eager to learn, and want to create work that genuinely means something with people who care, you’ll feel right at home with us - no matter where you are in your career. **THE ROLE** We're looking for a Churn Specialist for our craft subscription box brands to help us get closer to our customers - understand what they actually need, spot where we're falling short, and find ways to retain them. You'll work across multiple Foxelli Group brands, investigate the full customer lifecycle, and turn data into initiatives that actually move the needle on retention. You won't just track churn numbers. You'll own the thinking behind what is happening with the brand and drive the ideas to help retain our customers. If you love: - getting into customer data and finding the story behind the numbers - mapping out a customer journey and spotting where things go wrong - testing ideas - onboarding tweaks, lifecycle flows, CRO experiments, win-back sequences, etc - using AI and automations to move faster and do more with less - understanding what makes customers stay (or leave) on a psychological level - working across multiple products and brands without losing focus - working with crafts like knitting, crochet, and quilting And if you're someone who can take a messy churn problem, break it down into clear hypotheses, and see them through to results… …you might be our person 👀 🚀 **WHAT YOU'LL BE DOING** **Churn Analysis & Research** - Analyse churn patterns across multiple Foxelli brands - when customers drop, which segments are most at risk, and what's driving it - Research competitors and benchmark what best-in-class retention looks like in our space - Use AI tools to accelerate research, surface insights, and identify patterns - Build a clear picture of our customers - their motivations, frustrations, and what "good enough to stay" actually means to them **Customer Journey & Onboarding** - Audit the full customer lifecycle with a churn lens - from first-touch onboarding to long-term engagement - Identify drop-off moments and experience gaps that are costing us customers - Own initiatives to improve onboarding flows and early-stage activation **Retention Initiatives & Experimentation** - Develop hypotheses and run experiments - lifecycle communications, CRO tests, loyalty mechanics, win-back campaigns, cancellation flows - Build and maintain automations that support retention at scale - triggered flows, at-risk alerts, personalised sequences - Use AI to generate ideas, draft copy, simulate scenarios, and iterate faster - Track the impact of every initiative and iterate based on results - Document what worked, what didn't, and why **AI & Automations** - Build and maintain automations that support retention initiatives at scale - Proactively explore how AI can improve the way we understand and respond to churn - Stay current with new tools and bring ideas to the table before anyone asks **WHAT YOU BRING** - At least 2 years of experience of direct experience fixing actual churn for a physical product - Proven experience diagnosing churn, not just reporting on it, but getting to the root of it - Comfortable working with data: cohort analysis, funnel metrics, A/B test results - Hands-on experience with customer journey mapping, onboarding optimisation, or CRO - Experience building automations: triggered flows, lifecycle sequences, or similar - Able to turn messy data into a clear point of view and present it to senior stakeholders - Has worked across multiple products or brands - Uses AI tools beyond basic prompts and actively looks for ways to automate and improve workflows **THE RECRUITMENT PROCESS** 1. Apply - A simple form that helps us know who’s stepping into our world. 2. Ribbon AI Interview - Ribbon is a short, guided video step that helps us understand your thinking style in a calm, private space 3. Text Task - A small real-world challenge so we can see how you approach problems in action. 4. Interview - A conversation with your manager to feel the work chemistry, get to know each other, and explore what we could build together **FIXED SERVICE FEE** **2,500 - 2,800 euros** after taxes (depending on yourskills, competencies, and experience). **PERKS & BENEFITS** - Full flexibility with your schedule in a fully remote setting, **while Apploye ensures transparency and fairness.** - Complimentary gym memberships and company-sponsored outdoor adventures for your strength and to keep your physical well-being in check. - A personal development budget is at your disposal for your personal and professional growth to ensure you keep growing continuously. - Generous paid time off, including parental leave and vacation days, to recharge and rejuvenate and ensure you’re well-rested. - A budget for your home office setup so you’re comfortable working how you like and where you like. - Strong company culture and a network of unique individuals that celebrate you. **ELIGIBILITY & LOCATION REQUIREMENTS** ❕This role is 100% remote. - Our tribe works primarily in the Eastern European Time Zone (EET — UTC+2/UTC+3). We also use Revolut for payments, so we are open to hiring candidates in countries where Revolut payments are supported. - For full-time roles, we ask that you’re available for at least 5 hours during typical EET working hours — it keeps collaboration smooth and communication easy. (This doesn’t apply to part-time roles.) Currently, **we are hiring in** Albania, Bosnia and Herzegovina, Croatia, Czech Republic, Estonia, Greece, Georgia, Kosovo, Latvia, Lithuania, Moldova, Montenegro, North Macedonia, Poland, Portugal, Romania, Slovakia, Malta, Slovenia, Serbia, Cyprus, Bulgaria, Hungary, Netherlands, the United Kingdom, and South Africa.